Contact Center Priority Retention for Wireless Call Disconnections
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Solution Overview
Problem
Automated transaction distribution systems in contact centers often result in long wait times for wireless communication users, leading to increased costs and poor call quality, with users abandoning calls due to excessive wait times and service disruptions, and existing solutions fail to effectively manage transitory contacts efficiently.
Innovation Solution
A method and system that provide special treatment to transaction initiators by maintaining their service priority, allowing them to disconnect and reconnect without losing their place in line, scheduling call backs, and offering favored service priority, thereby reducing wait times and resource inefficiencies.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If transactions are placed in queues to be serviced by contact center agents, then service quality can be maintained through proper matching, but wait times increase to 10-20 minutes
Solution Approach 1:
The system performs preliminary actions by pre-matching transactions with agents before the transaction is fully enqueued, preparing service resources in advance to reduce actual wait time while maintaining service quality standards
Solution Approach 2:
The system dynamically adjusts queue management based on real-time agent availability and transaction characteristics, allowing flexible reassignment and prioritization to minimize wait times without compromising service quality matching
2Reliability
If wireless contacts remain in queue longer, then service can be provided, but air time costs increase for customers
Solution Approach 1:
The system performs preliminary matching and preparation of service resources before the wireless contact is fully established in queue, reducing the duration the contact must remain active and thereby reducing air time consumption while ensuring service delivery
3Adaptability or versatility
If contacts are dropped due to service disruptions, then wireless users experience connectivity issues, but re-queuing leads to further increases in air time minutes
Solution Approach 1:
The system performs preliminary matching and reserves service resources before the contact is fully established, creating a buffer that allows for reconnection without complete re-queuing, thereby reducing air time consumption during connectivity disruptions
Solution Approach 2:
The system maintains a copy or record of the transaction's place in queue and matching status, allowing the contact to be restored without complete re-queuing after disconnection, reducing the penalty for connectivity disruptions
4Reliability
If contact centers wait for calls to be delivered to agents before calling back, then service can be ensured, but contact center resources are tied up and service time is lengthened
Solution Approach 1:
The system performs preliminary matching and prepares service resources in advance before the actual call delivery, allowing agents to be ready when contacts are delivered, thereby reducing the need for prolonged resource holding and improving overall productivity
Solution Approach 2:
The system implements feedback mechanisms to monitor agent readiness and contact queue status, dynamically adjusting resource allocation and call timing to optimize both service assurance and resource efficiency
Data Source
AI summary
The present invention is directed to a method for servicing a transaction in a contact center. When a communication associated with a transaction is terminated prematurely, special treatment may be provided to the transaction initiator. The special treatment includes: (a) maintaining, relative to other transactions, the assigned service priority for the transaction while the communication is disconnected and assigning the assigned service priority to a subsequent inbound communication from the transaction initiator; (b) scheduling a subsequent outbound communication to an external endpoint associated with the transaction initiator; (c) assigning to the transaction initiator a favored service priority when the subsequent inbound communication is received by the contact center; and (d) when, during the first communication, the transaction initiator selected at least one item as part of an electronic order and the first communication was terminated before the electronic order was completed, maintaining the item(s) in memory and providing the item(s) to the transaction initiator when the transaction initiator makes a further communication with the contact center.